An integrated MUSA to measure health care service quality from a patient's perspective in a resource‐constrained setting

Mohammed Ali Al‐Awlaqi and Ammar Mohamed Aamer

International Journal of Health Planning and Management, 2020, vol. 35, issue 1, e119-e132

Abstract: Purpose Although assessing the quality of health services offered in a least developed country such as Yemen is very important, it is not yet given attention. As a result, Yemeni patients started to look for higher quality of health services abroad. Thus, Yemeni health private providers need to know how to link their patients' satisfaction to the quality of the services offered to end up with more satisfied patients and higher health service quality offered. Methodology Data were collected form 5310 patients in 249 private clinics. The patients evaluated their satisfaction on the quality of service on the basis of nine criteria that comprised 31 subcriteria. We used multicriteria satisfaction analysis (MUSA) to analyze the data. Findings and Conclusion The data analysis results showed low level of satisfaction on the health care quality services offered by the private clinics in Yemen. The majority of the criteria and subcriteria showed low level of satisfaction, high demand, and high mandate for improvement.

Date: 2020
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